Being A Competent Reseptionist in Handling Complaints From The Foreign and Local Guests at Grand Serela Hotel.
ABSTRACT
Topik yang saya pilih dalam penulisan tugas akhir ini adalah tentang
bagaimana seorang resepsionis dapat menangani keluhan dari tamu
dalam negeri dan luar negeri dengan baik. Topik ini saya pilih
berdasarkan pengalaman saya dalam program magang sebagai
resepsionis yang berlangsung selama satu bulan di hotel Grand Serela.
Sebagai hotel yang cukup terkenal di Bandung, hotel Grand Serela
diharapkan juga dapat didukung oleh resepsionis yang berkualitas. Akan
tetapi yang menjadi masalah bagi hotel Grand Serela adalah kurangnya
kemampuan resepsionis dalam menangani keluhan dari para tamu baik
dari dalam dan luar negeri sehingga memberikan dampak negatif terhadap
kepuasan tamu di hotel Grand Serela.
Dalam tugas akhir ini, saya akan menguraikan berbagai hal yang
berkaitan dengan masalah dalam menangani keluhan tamu dengan baik.
Pertama, hal-hal yang menyebabkan resepsionis tidak dapat menangani
keluhan. Kedua, dampak masalah yang resepsionis hadapi. Ketiga,
beberapa pilihan solusi yang dapat digunakan untuk meningkatkan
kemampuan mereka dalam menangani keluhan.
Di bagian penutup dari tugas akhir ini saya akan mengajukan sebuah
solusi yang diharapkan dapat bermanfaat untuk mengatasi permasalahan
dalam hal mengatasi keluhan dari tamu luar negeri dan dalam negeri di
hotel Grand Serela.
Maranatha Christian University
TABLE OF CONTENTS
ABSTRACT …………………………………………………..…………….....….i
DECLARATION OF ORIGINALITY...……….…………...…….……….……..ii
ACKNOWLEDGEMENTS…………………………….…………………..……iii
TABLE OF CONTENTS…………………………………………………..……iv
CHAPTER I. INTRODUCTION
A. Background of the Study………………………….….….…1
B. Identification of the Problem……………………....…...…..3
C. Objectives and Benefits of the Study……...………………4
D. Description of the Institution………………...…….…..……5
E. Method of the Study…………………..………..…...………5
F. Limitation of the Study………………………....……………6
G. Organization of the Term Paper……………………………6
CHAPTER II. PROBLEM ANALYSIS……………………..……………….8-13
CHAPTER III. POTENTIAL SOLUTIONS………………….…………....14-19
CHAPTER IV. CONCLUSION………………………….……...……..…..20-22
BIBLIOGRAPHY
APPENDIX:
A. FLOW CHART
Maranatha Christian University
APPENDIX
A. FLOWCHART
Causes:
1. I have never had any
working experience in a hotel
2. The senior front officer did
not support me to handle the
complaints from the guests
3. I was afraid that I would give
a wrong solution because I did
not get any training from the
hotel
Problem:
I was not competent to handle
complaints from the foreign
and local guests at Grand
Serela hotel
Effects
1. My manager will notice
that I cannot do my work
properly
2. The guests will not be
satisfied and the image of
the hotel will be terrible
3. I feel stressed out for not
being able to handle
complaints
Potential Negative Effects:
1. I cannot be independent to
solve my problems in any
situation
2. I will disturb my senior
because they have job task
Potential Solution I:
Asking the senior receptionists
to be my mentor so I can
handle the complaints from the
guests properly
Potential Positive Effects:
1. I will be more confident in
handling complaints
2. For handling guests’
complaints from the senior, I
am learning by doing
Potential Negative Effects:
1. It takes time to read and
learn
2. I need to spend some
budget for buying books and
using Internet
Potential Solution II:
Finding out some information
about how to deal with difficult
customers by getting some
resources from the books and
the Internet
Potential Positive Effects:
1. I can increase my
understanding about the
difficult customers
2. I can be more competent
at work
Potential Negative Effects:
1. Training costs a lot of
money for the hotel
2. I spend much time at work
Potential Solution III:
Giving suggestion to my
manager to hold training for
apprentice
Potential Positive Effects:
1. I have a lot of practice
2. I can be well-prepared to
handle complaints from the
guests
Chosen Solution:
1. I find information about how to deal
with the characteristic of difficult
customers by getting the resources
from the books and the internet
2. I give suggestion to my manager to
hold training for apprentice
Maranatha Christian University
CHAPTER I
INTRODUCTION
A. Background of the Study
Nowadays, hotel business has a fast development. Tjiptono Darmadji
states that based on the data from Statistic Center Department (Badan
Pusat Statistik) there are many hotels in Indonesia, it means that hotel is
really important in tourism and many entrepreneurs do this business
(par.1). Hotel business is not only developing in big cities but also in small
cities; this business has good opportunities as stated by Abdullah (par. 1).
The rapid development of hotel business also happens in Bandung.
Bandung is one of the cities which become the tourism destination.
Moreover, Patria Hidayat states there are 130 hotels in Bandung (par. 2).
Along with its fast development, competition in hotel business is
becoming intense; therefore the hotel must maintain excellent quality and
service. In the article entitled “Strategi Meningkatkan Kualitas
Layanan Bagi Manajemen Puncak Hotel”, it is said that to compete
with other hotels, the hotel must focus on customer satisfaction to get a
maximal profit and wider segment (par. 3). Based on the statement, I
believe that the hotel guests choose a service provider under the basis
1
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service quality that they get and compare it with what they want. If the
guests do not get what they expect, they will not trust the service provider.
If they experience the quality as they expect, they will always use this
service. Therefore, hotel must identify the expectations of the hotel guests
concerning the service quality.
In order to maintain excellent service quality, the role of receptionist is
highly required. Receptionist creates the first impression for the guests
from the process of check in until check out. In an article entitled “Strategi
Meningkatkan Kualitas Layanan Bagi Manajemen Puncak Hotel”,
it is believed that one of the most important things that creates good
service quality and first impression in hotel business is the performance of
a receptionist under front office department (par. 4). The job of a
receptionist staff is to maximize the level of residential and income of the
hotel. Receptionist often meets the guests to give information about the
hotel and to handle complaints. On the contrary, they could be the target if
the guest gets angry.
Based on my apprenticeship program in Grand Serela hotel as a
receptionist under Front Office Department, I have various experiences to
handle complaints from the guests. My ability to handle a guest is
challenged especially when the guests complains and do not feel satisfied.
I must deal with not only domestic guests, but also foreign ones. The
guests in Grand Serela hotel often complain about the equipment or hotel
service quality. Complaints about equipment may be caused by problems
of the air conditioner, water heater, key card, or even elevator that is not
2
Maranatha Christian University
functioning well. Complaints about service may be caused by the rude
staff. They are not professional because they are only friendly with people
whom they know. The guests will complain when they do not receive what
they think they should receive or their expectations are not properly met.
My duty as a receptionist is to handle guest complaints and follow up
the complaints because once the complaint is known to public, it will give a
bad image to the hotel. “Most people do not enjoy making complaints,
being receiving end is no fun either but handling complaints correctly
produces a smoother, more efficient operation for the entire property”
(Akeme 6). Accordingly, my department must take every complaint from
the guests seriously, therefore, it will not happen anymore in the future.
Based on my experience in handling the foreign and local guests, I
choose to discuss how to be competent in handling the local and foreign
guests in Grand Serela hotel. As a new staff in this job, I often found
difficulties and make mistakes when handling guests’ complaints. In this
term paper entitled “Being a Competent Receptionist in Handling
Complaints from the Foreign and Local Guests at Grand Serela Hotel”, I
will discuss the problem and give the best solution to solve the problem.
B. Identification of the Problem
Based on my experience during my apprenticeship program as a
receptionist staff at Grand Serela hotel, I propose to discuss:
3
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1. Why was I not competent in handling complaints from the foreign
and local guests at Grand Serela Hotel?
2. How should I make myself become more competent in handling
complaints from the foreign and local guests at Grand Serela Hotel?
C. Objectives and Benefits of the Study
The study is done to analyze the causes and effects of my
incompetence to handle complaints from the foreign and local guests, to
find out some possible solutions to deal with my incompetence and to get
the best solution to make receptionist be competent to handle the guests.
There are some benefits of the study for the staff of Grand Serela hotel,
the readers, and for me as the writer. I hope this term paper can make the
staff of Grand Serela hotel, especially the receptionists, get some input
about how to become more competent to handle guests’ complaints.
Therefore, the staff will be able to handle the guests’ complaints more
properly. For the readers, I hope this study can make the readers realize,
the importance of being competent in handling complaints from the guests
especially if they have the same problems in their workplace. By writing
this term paper, I can share my experience to the readers and I can also
understand the work situation in a hotel and get the insights about how to
handle complaints from the guests.
4
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D. Description of Institution
Grand Serela hotel was established on 5 August 2005, it is located at
Jalan LL. RE. Martadinata no 56. Grand Serela hotel is a three-star hotel
and the owner of Grand Serela hotel is Henry Husada. Grand Serela hotel
is under the direction of Kagum Group which manages three other hotels
such as Grand Seriti, Banana Inn and Golden Flower. Grand Serela hotel
has five floors with 77 rooms including 36 superior rooms, 23 deluxe
rooms, 4 executive’s rooms, 10 grand rooms, 3 deluxe suits, and 1 regal
room. The price in Grand Serela hotel is affordable for middle class and
high class, but they have corporate rates for company staff that usually
stay in Grand Serela hotel.
Grand Serela hotel has developed much progress from the beginning
until now. For example, the visitors of Grand Serela hotel now are not only
the local guests but also the foreign guests from Malaysia, Korea,
Singapore, Saudi Arabia, China and Australia.
E. Method of the Study
The topic of my term paper is based on the analysis of the problem that
I have found during my apprenticeship. The problem is that I was not
competent to handle complaints from the foreign and local guests at Grand
Serela Hotel. I would like to analyze the causes, the effects, and the
solutions. The data for my analysis is taken from apprenticeship journal
from June 22, 2009 to July 22, 2009. I observed the work of the
5
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receptionist staff, the needs and complaints from the guests, the
relationship of each department, and the problem that appears in the hotel.
I also obtained some theories from library research and electronic sources.
F. Limitation of the Study
In my term paper, the focus of study is how to handle the complaints
from the local guests and the foreign guests; specifically from Malaysia.
This study is related to my experiences during my apprenticeship from
June 22, 2009 to July 22, 2009 in Grand Serela hotel as a receptionist
staff.
G. Organization of the Term Paper
This term paper starts with the Abstract, a concise summary of the
entire paper in Indonesian. This part will help readers to know about the
whole content of term paper. The Abstract is followed by the Declaration of
Originality, Acknowledgment and Table of Contents. The paper is divided
into four chapters: Chapter I, the Introduction, includes Background of the
Study, Identification of the Problem, Objectives and Benefits of the Study,
Description of the Institution, Method of the Study, Limitation of the Study
and Organization of the Term Paper. Chapter II, the Problem Analysis
deals with cause and effects of the problems. Chapter III, the Potential
Solutions, contains some solution with negative and positive effects.
6
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Chapter IV, the Conclusion, presents the best solution to solve the
problem. In the last part, I present Bibliography and the Appendix which
contains the Flow Chart.
7
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CHAPTER IV
CONCLUSION
From the previous chapters, it is stated that the problem is i was not
competent to handle complaints from the foreign and local guest at Grand
Serela hotel. There are three causes, three effects and three possible
solutions of my problem. First, the cause is I have never had any
experience to work in a hotel. Second, the senior front office did not
support me to handle the complaints from the guests. Third, I was afraid if
I would give a wrong solution because I did not get any training from the
hotel. The first effect, my manager will notice that I cannot do my work
properly. Second, the guests will not be satisfied and the image of the
hotel will be terrible. Third, I feel stressed out for not being able to handle
complaints. In order to make myself become more competent in handling
complaints, I propose three possible solutions. First, I ask the senior
receptionists to be my mentor so I can handle the complaints from the
guests properly. Second, I find out some information about how to deal
with difficult customers by getting some resources from the books and the
Internet. Third, I give suggestion to my manager to hold training for
apprentices.
20
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In this chapter, I would like to present the best solution to be competent
to handle complaints from the foreign and local guests as a new
receptionist at Grand Serela hotel. Based on the analysis of the potential
solutions, I decide to choose the combination of two potential solutions.
The chosen solutions are finding information about how to deal with the
characteristics of difficult customers by getting some resources from the
book and Internet and giving suggestion to my manager to hold trainings
for apprentice. These solutions can support the staff effectively because
the staff can learn useful information so that they can understand about
handling the guests from the Internet or books. Moreover, the staff can
also learn to practise in the training. Jef Menguin states that “Providing
training for employees not only helps them develop their skills and
knowledge, but it is also motivational and a building block to organizational
success.” (par. 2). Referring to the quotation, it is obvious that providing
training for the employees will make them more productive. Although
training will cost lot of money, it can be beneficial for hotel and staff in a
long term. Training not only helps the receptionists become more
confident but also improves their language skill to deal with the local and
foreign guests. The apprentice can have training for at least 2 weeks
before they work. This combination of two solutions is the best solution
because by learning and practising, it would be easier for the receptionists
to understand their task and to be successful at workplace.
To conclude, it is important for the receptionists to improve their
competence to handle complaints from the foreign and local guests
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because it will have an effect on the hotel’s image. Grand Serela hotel
needs an improvement in hotel’s human resources. I suggest that the
receptionists at Grand Serela hotel should start to improve their skills by
finding information about how to deal with the characteristics of difficult
customers by getting some resources from the book and the Internet.
Besides, I also suggest that Grand Serela hotel should organize training
for apprentice. Therefore, it will give profit to the hotel’s development and
make the hotel staff well-prepared in the midst of tight competition among
hotels.
22
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BIBLIOGRAPHY
Printed Sources
Dwyer, Judith. The Business Communication Handbook. Frenchs Forest:
Prentice Hall, 2003.
Electronic Sources
Akeme. “Dealing With Guest Complaints.” Docstoc. 26 Feb. 2009.
Docstoc. 3 Sep. 2009
.
“Are You The Victim of Job Related Stress?” Rozee.PK. 2009. 10 Sep.
2009 .
Aubuchon, Dennis. “Integrity in Customer Service.” American Chronicle.
12 Apr. 2008. Ultio,LLC. 10 Sep. 2009
.
Darmadji, Tjiptono. “Investasi Perhotelan.” Tjiptono Darmadji Network. 7
Sep. 2009 .
Maranatha Christian University
Elder, Jennifer. “Time to Invest in Employees with Training.”
Suite101.com. 15 Sep. 2009. Suite101.de. 12 Oct. 2009
.
Hidayat, Patria. “Hunian di Bandung Meningkat.” Liputan 6.com. 19
Sep. 2009. 3 Sep. 2009
.
Hs, Syd. "Sources of Knowledge - How to Gain Knowledge in Any Field."
Enzine Articles. 23 Mar. 2007. EzineArticles.com. 11 Oct. 2009
.
“Learning Process.” Princeton University. (2009). 11 Oct. 2009
.
Lioe, Leon. “How to Develop and Feel Self-Confidence- Six Easy Tips You
Can Use Immediately.” Ezine articles. 5 Dec. 2008. EzineArticles.com.
11 Oct. 2009 .
McKay, Dawn Rosenberg. “Can a Mentor Help Your Career?” About.com.
Jan 7. 2008. The New York Times Company. 11 Oct. 2009
.
Menguin, Jef. “Why is Training Important?” Jef Menguin Seminars &
Workshop. 17 Jun. 2007. Jef Menguin Seminars & Workshop.
Maranatha Christian University
12 Oct. 2009 .
Moro, Vic. “The Importance of Teamwork.” Helium. 2009. Helium, inc.10
Sep. 2009 .
Schwartz, Andrew E. “Employee Training.” ReadySetPresent. 2009.
ReadySetPresent. 12 Oct. 2009
.
“Strategi Meningkatkan Kualitas Layanan Bagi Manajemen
Puncak Hotel.” Pelatihan JTTC UGM. 4 Jun. 2009. JTTC
UGM. 3 Sep. 2009
.
Terrazas, Gary "Corporate Development Training Course For a New
Employee." Enzine Articles. 26 Aug. 2009. EzineArticles.com. 11 Oct.
2009 .
“Why is Work Experience Important?” Grandireland.com. 2009. GTI
Ireland. 10 Sep. 2009
.
“Why You Should Make Your Boss Look Good.” Careerpath.com. 2009.
Career Path. 10 Sep. 2009 .
Maranatha Christian University
Topik yang saya pilih dalam penulisan tugas akhir ini adalah tentang
bagaimana seorang resepsionis dapat menangani keluhan dari tamu
dalam negeri dan luar negeri dengan baik. Topik ini saya pilih
berdasarkan pengalaman saya dalam program magang sebagai
resepsionis yang berlangsung selama satu bulan di hotel Grand Serela.
Sebagai hotel yang cukup terkenal di Bandung, hotel Grand Serela
diharapkan juga dapat didukung oleh resepsionis yang berkualitas. Akan
tetapi yang menjadi masalah bagi hotel Grand Serela adalah kurangnya
kemampuan resepsionis dalam menangani keluhan dari para tamu baik
dari dalam dan luar negeri sehingga memberikan dampak negatif terhadap
kepuasan tamu di hotel Grand Serela.
Dalam tugas akhir ini, saya akan menguraikan berbagai hal yang
berkaitan dengan masalah dalam menangani keluhan tamu dengan baik.
Pertama, hal-hal yang menyebabkan resepsionis tidak dapat menangani
keluhan. Kedua, dampak masalah yang resepsionis hadapi. Ketiga,
beberapa pilihan solusi yang dapat digunakan untuk meningkatkan
kemampuan mereka dalam menangani keluhan.
Di bagian penutup dari tugas akhir ini saya akan mengajukan sebuah
solusi yang diharapkan dapat bermanfaat untuk mengatasi permasalahan
dalam hal mengatasi keluhan dari tamu luar negeri dan dalam negeri di
hotel Grand Serela.
Maranatha Christian University
TABLE OF CONTENTS
ABSTRACT …………………………………………………..…………….....….i
DECLARATION OF ORIGINALITY...……….…………...…….……….……..ii
ACKNOWLEDGEMENTS…………………………….…………………..……iii
TABLE OF CONTENTS…………………………………………………..……iv
CHAPTER I. INTRODUCTION
A. Background of the Study………………………….….….…1
B. Identification of the Problem……………………....…...…..3
C. Objectives and Benefits of the Study……...………………4
D. Description of the Institution………………...…….…..……5
E. Method of the Study…………………..………..…...………5
F. Limitation of the Study………………………....……………6
G. Organization of the Term Paper……………………………6
CHAPTER II. PROBLEM ANALYSIS……………………..……………….8-13
CHAPTER III. POTENTIAL SOLUTIONS………………….…………....14-19
CHAPTER IV. CONCLUSION………………………….……...……..…..20-22
BIBLIOGRAPHY
APPENDIX:
A. FLOW CHART
Maranatha Christian University
APPENDIX
A. FLOWCHART
Causes:
1. I have never had any
working experience in a hotel
2. The senior front officer did
not support me to handle the
complaints from the guests
3. I was afraid that I would give
a wrong solution because I did
not get any training from the
hotel
Problem:
I was not competent to handle
complaints from the foreign
and local guests at Grand
Serela hotel
Effects
1. My manager will notice
that I cannot do my work
properly
2. The guests will not be
satisfied and the image of
the hotel will be terrible
3. I feel stressed out for not
being able to handle
complaints
Potential Negative Effects:
1. I cannot be independent to
solve my problems in any
situation
2. I will disturb my senior
because they have job task
Potential Solution I:
Asking the senior receptionists
to be my mentor so I can
handle the complaints from the
guests properly
Potential Positive Effects:
1. I will be more confident in
handling complaints
2. For handling guests’
complaints from the senior, I
am learning by doing
Potential Negative Effects:
1. It takes time to read and
learn
2. I need to spend some
budget for buying books and
using Internet
Potential Solution II:
Finding out some information
about how to deal with difficult
customers by getting some
resources from the books and
the Internet
Potential Positive Effects:
1. I can increase my
understanding about the
difficult customers
2. I can be more competent
at work
Potential Negative Effects:
1. Training costs a lot of
money for the hotel
2. I spend much time at work
Potential Solution III:
Giving suggestion to my
manager to hold training for
apprentice
Potential Positive Effects:
1. I have a lot of practice
2. I can be well-prepared to
handle complaints from the
guests
Chosen Solution:
1. I find information about how to deal
with the characteristic of difficult
customers by getting the resources
from the books and the internet
2. I give suggestion to my manager to
hold training for apprentice
Maranatha Christian University
CHAPTER I
INTRODUCTION
A. Background of the Study
Nowadays, hotel business has a fast development. Tjiptono Darmadji
states that based on the data from Statistic Center Department (Badan
Pusat Statistik) there are many hotels in Indonesia, it means that hotel is
really important in tourism and many entrepreneurs do this business
(par.1). Hotel business is not only developing in big cities but also in small
cities; this business has good opportunities as stated by Abdullah (par. 1).
The rapid development of hotel business also happens in Bandung.
Bandung is one of the cities which become the tourism destination.
Moreover, Patria Hidayat states there are 130 hotels in Bandung (par. 2).
Along with its fast development, competition in hotel business is
becoming intense; therefore the hotel must maintain excellent quality and
service. In the article entitled “Strategi Meningkatkan Kualitas
Layanan Bagi Manajemen Puncak Hotel”, it is said that to compete
with other hotels, the hotel must focus on customer satisfaction to get a
maximal profit and wider segment (par. 3). Based on the statement, I
believe that the hotel guests choose a service provider under the basis
1
Maranatha Christian University
service quality that they get and compare it with what they want. If the
guests do not get what they expect, they will not trust the service provider.
If they experience the quality as they expect, they will always use this
service. Therefore, hotel must identify the expectations of the hotel guests
concerning the service quality.
In order to maintain excellent service quality, the role of receptionist is
highly required. Receptionist creates the first impression for the guests
from the process of check in until check out. In an article entitled “Strategi
Meningkatkan Kualitas Layanan Bagi Manajemen Puncak Hotel”,
it is believed that one of the most important things that creates good
service quality and first impression in hotel business is the performance of
a receptionist under front office department (par. 4). The job of a
receptionist staff is to maximize the level of residential and income of the
hotel. Receptionist often meets the guests to give information about the
hotel and to handle complaints. On the contrary, they could be the target if
the guest gets angry.
Based on my apprenticeship program in Grand Serela hotel as a
receptionist under Front Office Department, I have various experiences to
handle complaints from the guests. My ability to handle a guest is
challenged especially when the guests complains and do not feel satisfied.
I must deal with not only domestic guests, but also foreign ones. The
guests in Grand Serela hotel often complain about the equipment or hotel
service quality. Complaints about equipment may be caused by problems
of the air conditioner, water heater, key card, or even elevator that is not
2
Maranatha Christian University
functioning well. Complaints about service may be caused by the rude
staff. They are not professional because they are only friendly with people
whom they know. The guests will complain when they do not receive what
they think they should receive or their expectations are not properly met.
My duty as a receptionist is to handle guest complaints and follow up
the complaints because once the complaint is known to public, it will give a
bad image to the hotel. “Most people do not enjoy making complaints,
being receiving end is no fun either but handling complaints correctly
produces a smoother, more efficient operation for the entire property”
(Akeme 6). Accordingly, my department must take every complaint from
the guests seriously, therefore, it will not happen anymore in the future.
Based on my experience in handling the foreign and local guests, I
choose to discuss how to be competent in handling the local and foreign
guests in Grand Serela hotel. As a new staff in this job, I often found
difficulties and make mistakes when handling guests’ complaints. In this
term paper entitled “Being a Competent Receptionist in Handling
Complaints from the Foreign and Local Guests at Grand Serela Hotel”, I
will discuss the problem and give the best solution to solve the problem.
B. Identification of the Problem
Based on my experience during my apprenticeship program as a
receptionist staff at Grand Serela hotel, I propose to discuss:
3
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1. Why was I not competent in handling complaints from the foreign
and local guests at Grand Serela Hotel?
2. How should I make myself become more competent in handling
complaints from the foreign and local guests at Grand Serela Hotel?
C. Objectives and Benefits of the Study
The study is done to analyze the causes and effects of my
incompetence to handle complaints from the foreign and local guests, to
find out some possible solutions to deal with my incompetence and to get
the best solution to make receptionist be competent to handle the guests.
There are some benefits of the study for the staff of Grand Serela hotel,
the readers, and for me as the writer. I hope this term paper can make the
staff of Grand Serela hotel, especially the receptionists, get some input
about how to become more competent to handle guests’ complaints.
Therefore, the staff will be able to handle the guests’ complaints more
properly. For the readers, I hope this study can make the readers realize,
the importance of being competent in handling complaints from the guests
especially if they have the same problems in their workplace. By writing
this term paper, I can share my experience to the readers and I can also
understand the work situation in a hotel and get the insights about how to
handle complaints from the guests.
4
Maranatha Christian University
D. Description of Institution
Grand Serela hotel was established on 5 August 2005, it is located at
Jalan LL. RE. Martadinata no 56. Grand Serela hotel is a three-star hotel
and the owner of Grand Serela hotel is Henry Husada. Grand Serela hotel
is under the direction of Kagum Group which manages three other hotels
such as Grand Seriti, Banana Inn and Golden Flower. Grand Serela hotel
has five floors with 77 rooms including 36 superior rooms, 23 deluxe
rooms, 4 executive’s rooms, 10 grand rooms, 3 deluxe suits, and 1 regal
room. The price in Grand Serela hotel is affordable for middle class and
high class, but they have corporate rates for company staff that usually
stay in Grand Serela hotel.
Grand Serela hotel has developed much progress from the beginning
until now. For example, the visitors of Grand Serela hotel now are not only
the local guests but also the foreign guests from Malaysia, Korea,
Singapore, Saudi Arabia, China and Australia.
E. Method of the Study
The topic of my term paper is based on the analysis of the problem that
I have found during my apprenticeship. The problem is that I was not
competent to handle complaints from the foreign and local guests at Grand
Serela Hotel. I would like to analyze the causes, the effects, and the
solutions. The data for my analysis is taken from apprenticeship journal
from June 22, 2009 to July 22, 2009. I observed the work of the
5
Maranatha Christian University
receptionist staff, the needs and complaints from the guests, the
relationship of each department, and the problem that appears in the hotel.
I also obtained some theories from library research and electronic sources.
F. Limitation of the Study
In my term paper, the focus of study is how to handle the complaints
from the local guests and the foreign guests; specifically from Malaysia.
This study is related to my experiences during my apprenticeship from
June 22, 2009 to July 22, 2009 in Grand Serela hotel as a receptionist
staff.
G. Organization of the Term Paper
This term paper starts with the Abstract, a concise summary of the
entire paper in Indonesian. This part will help readers to know about the
whole content of term paper. The Abstract is followed by the Declaration of
Originality, Acknowledgment and Table of Contents. The paper is divided
into four chapters: Chapter I, the Introduction, includes Background of the
Study, Identification of the Problem, Objectives and Benefits of the Study,
Description of the Institution, Method of the Study, Limitation of the Study
and Organization of the Term Paper. Chapter II, the Problem Analysis
deals with cause and effects of the problems. Chapter III, the Potential
Solutions, contains some solution with negative and positive effects.
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Chapter IV, the Conclusion, presents the best solution to solve the
problem. In the last part, I present Bibliography and the Appendix which
contains the Flow Chart.
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CHAPTER IV
CONCLUSION
From the previous chapters, it is stated that the problem is i was not
competent to handle complaints from the foreign and local guest at Grand
Serela hotel. There are three causes, three effects and three possible
solutions of my problem. First, the cause is I have never had any
experience to work in a hotel. Second, the senior front office did not
support me to handle the complaints from the guests. Third, I was afraid if
I would give a wrong solution because I did not get any training from the
hotel. The first effect, my manager will notice that I cannot do my work
properly. Second, the guests will not be satisfied and the image of the
hotel will be terrible. Third, I feel stressed out for not being able to handle
complaints. In order to make myself become more competent in handling
complaints, I propose three possible solutions. First, I ask the senior
receptionists to be my mentor so I can handle the complaints from the
guests properly. Second, I find out some information about how to deal
with difficult customers by getting some resources from the books and the
Internet. Third, I give suggestion to my manager to hold training for
apprentices.
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In this chapter, I would like to present the best solution to be competent
to handle complaints from the foreign and local guests as a new
receptionist at Grand Serela hotel. Based on the analysis of the potential
solutions, I decide to choose the combination of two potential solutions.
The chosen solutions are finding information about how to deal with the
characteristics of difficult customers by getting some resources from the
book and Internet and giving suggestion to my manager to hold trainings
for apprentice. These solutions can support the staff effectively because
the staff can learn useful information so that they can understand about
handling the guests from the Internet or books. Moreover, the staff can
also learn to practise in the training. Jef Menguin states that “Providing
training for employees not only helps them develop their skills and
knowledge, but it is also motivational and a building block to organizational
success.” (par. 2). Referring to the quotation, it is obvious that providing
training for the employees will make them more productive. Although
training will cost lot of money, it can be beneficial for hotel and staff in a
long term. Training not only helps the receptionists become more
confident but also improves their language skill to deal with the local and
foreign guests. The apprentice can have training for at least 2 weeks
before they work. This combination of two solutions is the best solution
because by learning and practising, it would be easier for the receptionists
to understand their task and to be successful at workplace.
To conclude, it is important for the receptionists to improve their
competence to handle complaints from the foreign and local guests
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because it will have an effect on the hotel’s image. Grand Serela hotel
needs an improvement in hotel’s human resources. I suggest that the
receptionists at Grand Serela hotel should start to improve their skills by
finding information about how to deal with the characteristics of difficult
customers by getting some resources from the book and the Internet.
Besides, I also suggest that Grand Serela hotel should organize training
for apprentice. Therefore, it will give profit to the hotel’s development and
make the hotel staff well-prepared in the midst of tight competition among
hotels.
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BIBLIOGRAPHY
Printed Sources
Dwyer, Judith. The Business Communication Handbook. Frenchs Forest:
Prentice Hall, 2003.
Electronic Sources
Akeme. “Dealing With Guest Complaints.” Docstoc. 26 Feb. 2009.
Docstoc. 3 Sep. 2009
.
“Are You The Victim of Job Related Stress?” Rozee.PK. 2009. 10 Sep.
2009 .
Aubuchon, Dennis. “Integrity in Customer Service.” American Chronicle.
12 Apr. 2008. Ultio,LLC. 10 Sep. 2009
.
Darmadji, Tjiptono. “Investasi Perhotelan.” Tjiptono Darmadji Network. 7
Sep. 2009 .
Maranatha Christian University
Elder, Jennifer. “Time to Invest in Employees with Training.”
Suite101.com. 15 Sep. 2009. Suite101.de. 12 Oct. 2009
.
Hidayat, Patria. “Hunian di Bandung Meningkat.” Liputan 6.com. 19
Sep. 2009. 3 Sep. 2009
.
Hs, Syd. "Sources of Knowledge - How to Gain Knowledge in Any Field."
Enzine Articles. 23 Mar. 2007. EzineArticles.com. 11 Oct. 2009
.
“Learning Process.” Princeton University. (2009). 11 Oct. 2009
.
Lioe, Leon. “How to Develop and Feel Self-Confidence- Six Easy Tips You
Can Use Immediately.” Ezine articles. 5 Dec. 2008. EzineArticles.com.
11 Oct. 2009 .
McKay, Dawn Rosenberg. “Can a Mentor Help Your Career?” About.com.
Jan 7. 2008. The New York Times Company. 11 Oct. 2009
.
Menguin, Jef. “Why is Training Important?” Jef Menguin Seminars &
Workshop. 17 Jun. 2007. Jef Menguin Seminars & Workshop.
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12 Oct. 2009 .
Moro, Vic. “The Importance of Teamwork.” Helium. 2009. Helium, inc.10
Sep. 2009 .
Schwartz, Andrew E. “Employee Training.” ReadySetPresent. 2009.
ReadySetPresent. 12 Oct. 2009
.
“Strategi Meningkatkan Kualitas Layanan Bagi Manajemen
Puncak Hotel.” Pelatihan JTTC UGM. 4 Jun. 2009. JTTC
UGM. 3 Sep. 2009
.
Terrazas, Gary "Corporate Development Training Course For a New
Employee." Enzine Articles. 26 Aug. 2009. EzineArticles.com. 11 Oct.
2009 .
“Why is Work Experience Important?” Grandireland.com. 2009. GTI
Ireland. 10 Sep. 2009
.
“Why You Should Make Your Boss Look Good.” Careerpath.com. 2009.
Career Path. 10 Sep. 2009 .
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